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PODCAST

Business Transformation Pitch with The CX Goalkeeper

Gregorio Uglioni

Digital & Business Transformation | Customer Experience | Leadership | Innovation This podcast goes beyond theory. It brings you real-world experiences from best-in-class experts who explore the intersection of people, technology, and measurable business results. Hosted by Gregorio Uglioni—global transformation leader, keynote speaker, and recognized authority in Customer Experience (CX)—each episode features insightful conversations with top executives, innovators, and changemakers. Discover how

business management

All Episodes

22:51

The REAL Top CX Predictions for 2025

Business Transformation Pitch with The CX Goalkeeper ·

2025/03/24

In this engaging episode of the CX Goalkeeper Podcast, I sit down with Peter Ryan, a leading voice in customer experience (CX) and BPO strategy, to explore the key CX predictions for 2025. From Agent AI to market consolidation and real-time voice translation, Peter unpacks trends that are reshaping how companies deliver customer service and drive business outcomes. This is an unmissable conversation for CX leaders aiming to stay ahead of the curve.About the GuestPeter has a degree in Political

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34:03

Best Of: Pioneering CX Leadership: Karl Sharicz's...

Business Transformation Pitch with The CX Goalkeeper ·

2025/03/17

In this inspiring episode of the CX Goalkeeper Podcast, we're excited to feature Karl Sharicz, a luminary in the field of customer experience (CX). Karl's vast expertise spans various facets of CX, including transformation, leadership, and strategy. Join us as we delve into his extraordinary career journey, unpacking lessons that redefine what it means to be a leader in the customer-centric world of today.What You'll Learn:Insights into Karl Sharicz's transformative CX careerThe essence of servant

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33:16

Highlight: Leading with Data and Harnessing AI with...

Business Transformation Pitch with The CX Goalkeeper ·

2025/03/10

Fantastic replay! Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses.About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey

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24:49

Transforming Digital Insurance Space with CX

Business Transformation Pitch with The CX Goalkeeper ·

2025/03/03

In this episode of the CX Goalkeeper Podcast, I had the pleasure of speaking with Rajesh Sankaran, a seasoned insurance industry expert. We discussed how customer experience (CX) is reshaping digital insurance, the challenges of balancing the human touch with technology, and why emotional value is key to customer loyalty. Rajesh shared valuable insights on AI, digital transformation, and personalization strategies in the insurance industry. If you want to understand how Netflix, Amazon, and other

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32:16

Highlight - Uplifting Eastern Bank: Human Centred...

Business Transformation Pitch with The CX Goalkeeper ·

2025/02/24

With Rich Dorfman, a seasoned CX professional from Eastern Bank, we discover the strategies and principles that drive successful customer experience in the banking industry. Learn how Eastern Bank leverages customer feedback and employee engagement to enhance its service and build a sustainable, profitable organization.Key Highlights:Rich Dorfman's journey and role in transforming customer experience at Eastern Bank.The evolution of customer expectations in the banking sector.Strategies for aligning

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26:55

Innovate or Die: Why Proactive Service is Key to...

Business Transformation Pitch with The CX Goalkeeper ·

2025/02/17

In this episode of the CX Goalkeeper Podcast, Valerie Peck shares her insights on why proactive service is key to long-term business success. We explore the power of innovation, the role of data in anticipating customer needs, and why reactive customer experience strategies are no longer enough. This episode is a must-listen if you want to stay ahead in the competitive CX landscape!About the GuestValerie leads Elevate-X Consulting, where she helps organizations integrate customer intelligence into

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21:33

HIGHLIGHT: Strategy for Sustainable Growth

Business Transformation Pitch with The CX Goalkeeper ·

2025/02/11

Unlock the secrets to sustainable growth and transformative leadership with Monika Schulze on the CX Goalkeeper Podcast. This is one outstanding REPLAY of the top episodes! This episode dives into curiosity-driven innovation, strategic partnerships, and the art of leadership across cultures.Monika Schulze, a luminary in strategic marketing, shares her unparalleled insights on navigating the digital age with a customer-centric approach. Don't miss this masterclass in leveraging challenges for growth,

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40:09

Creating Workplaces Where People Thrive: A New...

Business Transformation Pitch with The CX Goalkeeper ·

2025/02/03

Workplace wellbeing is more than just a buzzword—it’s a game-changer. In this episode, Craig Fearn, a leading expert in workplace wellbeing, shares powerful insights on how organizations can create environments where employees thrive. From understanding the true meaning of wellbeing to shaping a positive workplace culture, this episode is packed with practical strategies that leaders can apply immediately. If you’re a business leader, CX professional, or someone passionate about creating a better

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30:39

HIGHLIGHT: Charting the Future: AI, Culture, and...

Business Transformation Pitch with The CX Goalkeeper ·

2025/01/27

Join us on the CX Goalkeeper Podcast for the replay of a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience.This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of

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30:08

PIVOTING STRATEGIES FOR TOUGH CUSTOMERS & TOUGH...

Business Transformation Pitch with The CX Goalkeeper ·

2025/01/20

Why You Can't-Miss This EpisodeIn this captivating episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who's Your Gladys?, to her personal journey, Marilyn delivers actionable insights that redefine how leaders, teams, and organizations can improve customer interactions and employee engagement.About the GuestMarilyn Suttle has a proven track record of transforming

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19:50

REPLAY: Humanizing Customer Service with Alex Mead

Business Transformation Pitch with The CX Goalkeeper ·

2025/01/13

Welcome to the "BEST OF" episodes of the CX Goalkeeper Podcast. In this replay, we're thrilled to have Alex Mead, a trailblazer in the CX field, share his invaluable insights. Get ready to uncover the essence of genuine customer service and leadership in CX.About This Episode: Alex Mead, a renowned CX expert, brings his profound expertise and unique perspectives to our podcast. This episode is a deep dive into the critical aspects of customer experience, focusing on the power of authenticity and

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28:29

THE CENTER OF EXPERIENCE: A BLUEPRINT FOR CREATING...

Business Transformation Pitch with The CX Goalkeeper ·

2025/01/06

Why You Can't Miss This EpisodeIn this compelling episode of the CX Goalkeeper Podcast, Greg Kihlström shares groundbreaking insights into how businesses can become experience-led enterprises. With real-world examples and a focus on innovation, Greg discusses digital transformation, agile methodologies, and the pivotal role of customer and employee experiences in driving success. This is a must-listen for anyone passionate about transforming organizations and delivering exceptional value to

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22:30

CX IS ALIVE AND THRIVING: BUSTING MYTHS AND 2025...

Business Transformation Pitch with The CX Goalkeeper ·

2024/12/30

In this special episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with three passionate CX experts to discuss the future of customer experience. Together, they uncover the most important trends for 2025, share insights about employee and customer experiences, and reveal golden nuggets of wisdom learned from 2024. If you're curious about where CX is headed and want actionable advice to prepare, this episode is a must-listen!Episode SummaryThis episode is packed with insights from three

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31:40

MACHINE CUSTOMERS ARE COMING

Business Transformation Pitch with The CX Goalkeeper ·

2024/12/23

Why You Can't-Miss This EpisodeDive into the fascinating future of customer interactions as Sirte Pihlaja discusses the rise of machine customers and digital assistants. Discover how this emerging technology will revolutionize customer experiences, reshape industries, and create a new era of business opportunities. This episode is your guide if you want to stay ahead in CX.About the GuestSirte Pihlaja is the CEO and Customer Experience Optimiser of Shirute, the first customer experience agency in

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27:08

THE CUSTOMER CULTURE IMPERATIVE

Business Transformation Pitch with The CX Goalkeeper ·

2024/12/16

Why You Can't-Miss This EpisodeIn this episode of the CX Goalkeeper Podcast, Gregorio sits down with Dr. Chris Brown, co-author of The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance. They explore the seven disciplines of customer-centricity, the critical role of foresight, and practical ways to embed customer culture across organizations. Whether you're an executive, manager, or CX enthusiast, this conversation is packed with actionable insights that can transform your

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29:46

GETTING THINGS DONE RIGHT: STRATEGIES & PRACTICAL TIPS

Business Transformation Pitch with The CX Goalkeeper ·

2024/12/09

Why You Can't Miss This EpisodeThis episode dives deep into practical strategies for getting things done right, balancing the needs of customers, employees, and businesses. Michelle Spaul, a seasoned CX consultant, shares actionable tips to ensure sustainable success in customer experience while maintaining empathy and integrity. Learn how to elevate decision-making, manage risks effectively, and align strategies for long-term growth.About the GuestMichelle is an independent CXM consultant who

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23:52

How To Transform Data Into Insights

Business Transformation Pitch with The CX Goalkeeper ·

2024/12/02

Why You Can't-Miss This EpisodeThis episode of the CX Goalkeeper Podcast dives into the fascinating world of data transformation with Michela Greco. Discover how data quality fuels insights that drive exceptional customer experiences, actionable strategies to maintain data standards, and the human touch required to create impactful outcomes. Michela shares her journey and practical tips to help businesses bridge the gap between numbers and meaningful decisions.About Michela GrecoExpert in CRM,

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31:47

Unveiling The Insights Narrator: Extracting Gold from...

Business Transformation Pitch with The CX Goalkeeper ·

2024/11/25

In this episode of the CX Goalkeeper Podcast, Federico Cesconi dives deep into the future of customer experience management, revealing the potential of artificial intelligence in transforming how companies manage customer feedback. He introduces the "Insight Narrator," a groundbreaking tool that simplifies customer feedback analysis, using AI to provide actionable insights faster than ever before. This episode is a must-listen if you're keen on learning how technology can streamline customer

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26:20

The Future Of AI In Contact Canters And Its Effect On...

Business Transformation Pitch with The CX Goalkeeper ·

2024/11/18

In this exciting episode of the CX Goalkeeper Podcast, I’m joined by Guy Shalom, CEO and co-founder of Glassix. We dive into the transformative role of artificial intelligence (AI) in contact centers and its impact on customer experience. Guy shares actionable insights on how AI reshapes employee onboarding, automates processes, and improves the overall customer journey. This episode is a must-listen for anyone looking to stay ahead in the rapidly evolving CX landscape.About the GuestCEO of Glassix

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30:26

DEEP DIVE INTO DATA SCIENCE AND ARTIFICIAL INTELLIGENCE

Business Transformation Pitch with The CX Goalkeeper ·

2024/11/11

In this episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with Mohan Mannava, a seasoned expert in AI, machine learning, and data science, to dive deep into how these technologies transform customer experience. Mohan shares practical examples from his experience at Upwork and SiriusXM, highlighting how AI can boost personalization, streamline business processes, and drive customer retention. You’ll walk away with actionable insights into how data and AI can deliver real business value

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